Hi there,

 

We have noticed that dropdown boxes such as urgency and Priority are not sorted the way the technician wants but alphabeticaly. That means that if we have three values for Urgency, let's say:

1. Low

2. Medium

3. High

 

The order that the values will appear on the dropdown list will be:

1.High

2. Low

3.Medium

 

That is confusing if we consider the fact that in every dropdownlist box there is a preffered queue based on choices or needs of the users. Not having the possibility to do so, it will lead some times to misfilling the boxes and that will have as a result  bad SLA if that is based on those..

Kind regards,

 

george